ServiceNow, NTT DOCOMO, and StarHub announced a joint initiative on March 2 2026 to automate the resolution of international roaming faults using ServiceNow’s AI Platform. The three carriers are building the industry’s first inter‑carrier operational model that will allow them to identify and fix roaming issues in real time, eliminating the manual coordination that currently delays service restoration for travelers.
The platform creates autonomous workflows that coordinate roaming fault resolution across carrier boundaries. When a roaming customer loses service overseas, the system automatically displays which network is affected, where the issue began, and what actions are already underway, giving operators visibility and reducing manual effort for all parties involved. ServiceNow’s AI, data, and workflow capabilities enable fault tickets to flow automatically, recovery to happen in real time, and operations that used to take hours to resolve to now take minutes. "Our partnership with DOCOMO and StarHub represents a bold step toward a future where telecom operations are predictive, proactive, and seamlessly integrated," said ServiceNow general manager and vice president of industry products Rohit Batra.
The initiative marks a strategic expansion for ServiceNow beyond internal enterprise workflows into a customer‑facing telecom use case. ServiceNow’s Q4 2025 earnings showed an EPS of $0.92 and revenue of $3.57 billion, up 20.7% year‑over‑year, underscoring the company’s strong financial foundation and its ability to invest in new market segments. NTT DOCOMO’s nine‑month results to December 31 2025 reported revenue of JPY 4,659,700 million and net income of JPY 528,800 million, while StarHub’s first‑half 2025 performance delivered revenue of S$1.13 billion and a net profit of S$44 million. These financials illustrate why each partner is pursuing deeper automation and cross‑carrier collaboration to drive operational efficiency and customer experience.
The collaboration also leverages MEF 113 standards and builds on DOCOMO’s Zero‑Touch Operation (ZTO) program, which has automated remote maintenance tasks within its own network since 2021. "By extending automation beyond individual network domains and introducing a standardized, cooperative model for inter‑carrier operations, we can significantly reduce service interruptions and enhance the transparency and speed of issue resolution," said NTT DOCOMO senior vice president Akihiro Hikuma. StarHub CTO Volkan Sevindik added, "This collaboration reflects StarHub's commitment to putting customer experience at the center of how technology is applied at scale, improving service reliability through intelligent automation so customers can stay connected seamlessly across borders."
The partners plan to launch the solution commercially in the second half of 2026, aiming to deliver faster fault recovery and improved service quality for international travelers worldwide. The initiative is expected to set a new industry benchmark for inter‑carrier automation and could open additional revenue streams for the carriers as they monetize the platform’s real‑time visibility and rapid resolution capabilities.
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